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Developing Brighter Futures”
Successful Telesales
Description
This course is designed to help delegates to be able to communicate effectively with customers. This has to be balanced by the corporate need to promote products and services and provide that extra support to customers which makes successful relationships possible. It will take delegates through the process that leads to success and provides clear practical advice and instruction on how to improve interaction with the customer in all types of situations.
Who is this recommended for?
This is an essential course for all those who need to build successful relationships over the telephone. Anyone who is new to selling and marketing products or services on the telephone or those with experience looking for new ideas.
What will you learn?
- The qualities and behaviours of a telesales professional
- Effective communication through use of listening; your voice and impact with wording
- Planning, structure and control and close of the call
- Handling objections successfully, without appearing ‘pushy’
- Relationship building
Course content
- Creating the right image - our aims and objectives
- Self assessment on performance and analysing strengths and weaknesses
Be Prepared
- Emotional/mental attitude
- Effective Communication
- Factual information - knowing your products and services
- Know your customer
Incoming Calls and How to Handle Them
- Types of people
- Dealing with new enquiries, existing customers and complaints
Outgoing Calls and How to Handle Them
- Planning your call
- Types of outgoing calls (positive and negative - including delivering 'bad news')
Telemarketing as a Sales Tool
- Attitude, psychology and positivity
- Overcoming objections
Dealing with Conflict
- Strategies to cope with conflict
Dates for this course
- Monday 3rd November 2008
- Thursday 29th January 2009
- Monday 30th March 2009
